Management

Is Your Express Department Quick? Convenient? and Competitively Priced? – Part 2

This is Part 2 in a two-part article. View Part 1 >> Are We Competitive? We often work with clients to create Maintenance Menus.  During this process we ask the Service Manager to provide a list of commonly performed services.  We review current charges for the services, the contribution of parts and labor, and the flat rate times technicians are paid. More often than not, these services yield lower than average gross margins.  In some… Is Your Express Department Quick? Convenient? and Competitively Priced? – Part 2

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Is Your Express Department Quick? Convenient? and Competitively Priced? – Part 1

This is Part 1 in a two-part article. Years ago, I recall a conversation with a Service Manager about starting a Quick Lube Department.  His thought was that if he could have a department that was focused on light maintenance, he could offer his customers quick, convenient, competitively priced services that would keep them from defecting to the aftermarket.  It was a great idea in theory but unfortunately, there were unforeseen challenges. The store was… Is Your Express Department Quick? Convenient? and Competitively Priced? – Part 1

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Got Any Good Service Advisor Pay Plans?

As I travel from state to state working with dealerships of all kinds, one of the most common questions asked of me is “You got any good service advisor pay plans?” Ultimately it always seems to come down to a couple reasons. Either the dealer’s current plans don’t seem to be motivating their advisors to perform at a desired level, or the dealer has difficulty getting the pay plans to pay what they want them… Got Any Good Service Advisor Pay Plans?

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Your Job is Not Just Completing Tasks, It’s Leading People

The role of a dealership and department managers has changed drastically over the past 20 years. Many of the day-to-day tasks of the “Manager” have been computerized, providing you with an instant overload of information never before available on such short notice.  Now that you no longer have to accumulate this data, you have been given the task of interpreting it and effectively communicating this information with those around you.  This change now means that… Your Job is Not Just Completing Tasks, It’s Leading People

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Alternatives to a Parts Back Counter – Part 4

This is Part 4 in a four-part article.  Self-Service Parts Area A self-service area could yield increased technician productivity due to a reduction in wait time at the technician parts counter.  In interviews, many technicians will evidence the frustrations that occur by having to wait for the simplest of parts.  They will say things like, “All I needed was a set of six-cylinder spark plugs and I had to wait 15 minutes.”  Maybe it was… Alternatives to a Parts Back Counter – Part 4

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Alternatives to a Parts Back Counter – Part 3

This is Part 3 in a four-part article. Consignment Cabinets In the early 1980’s, Toyota Motor Sales USA developed a process of utilizing parts consignment cabinets to stimulate wholesale parts sales.  It was referred to as the “STAR” program.  This program was designed for a multitude of reasons, but there were two particular issues that were addressed: There was a concern that there were a large number of non-franchised repair facilities performing repairs and services… Alternatives to a Parts Back Counter – Part 3

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